Transport Complaints Unit Annual Report 2006

Transport Complaints Unit Report 2006

Overview of Complaints and Suggestions in 2006

In 2006, the Transport Complaints Unit (TCU) received 20 248 complaints and suggestions on transport and traffic matters, including 167 pure suggestions. The number of cases recorded an increase of 16.9% as compared with 17 315 cases received in 2005. A breakdown of the complaints and suggestions received by TCU in the past five years is at Appendix 1. A breakdown of the cases received in 2006 by category is as follows -

Nature of Complaints/Suggestions 2005 2006 Difference Public Transport Services 12 767 15 323 +20.0% Traffic Conditions 1 217 1 154 -5.2% Road Maintenance 364 354 -2.7% Enforcement 2 548 3 035 +19.1% Miscellaneous 419 382 -8.8% Total 17 315 20 248 +16.9%

2. It is noteworthy that TCU enhanced the publicity of its hotline in the second half of 2005. Apart from displaying the hotline at major public transport interchanges, bus termini and on taxis, TCU has published it in newspapers. In addition, a new requirement to display the hotline inside public light buses has been included in their licensing conditions since late October 2005. It is noted that the number of complaints and suggestions received by TCU has been on the rise since the third quarter of 2005.

3. In 2006, complaints and suggestions received through telephone accounted for 84% of the total. The remaining cases (16%) were received in the forms of e-mail, fax, letter or TCU Complaint Form.

4. During the year, investigations into 18 330 cases (including some outstanding cases carried forward from the previous year) were completed. Of these, 12 988 (71%) were found to be substantiated, 1 080 (6%) unsubstantiated, and the remaining 4 262 (23%) not pursuable due to lack of evidence. A summary of the results of investigations is at Appendix 2. It is noted that -

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z the percentage of substantiated cases increased from 67% in 2005 to 71% in 2006. For these cases, relevant government departments/public transport operators had either taken steps to rectify the situation or were considering possible solutions to the problems identified; and

z the percentage of cases not pursuable decreased from 28% in 2005 to 23% in 2006. This was mainly due to a decrease in the number of taxi cases which were not pursuable (3 781 as compared with 4 349 in 2005).

5. In 2006, relevant government departments and organisations took on board 161 suggestions made by the public to enhance public transport services and improve traffic conditions. A summary of the cases is at Appendix 3. The Chairman of the TCU Sub-Committee has issued appreciation letters to the proponents of these suggestions who provided their contact details.

Public Transport Services

6. Public transport services remained the major area of concern. In 2006, 15 323 complaints and suggestions were received, representing about 76% of the total number of cases. Among these, 75 were pure suggestions. The number of cases in this category recorded an increase of 20% as compared with 12 767 cases in 2005. A breakdown of the complaints and suggestions by mode of transport is as follows -

Mode of Transport 2005 2006 Difference Franchised Buses 2 936 (2.01) 3 420 (2.38) +16.5% (+18.4%) (including feeder buses) Residents’ Services 51 (0.79) 51 (0.77) - (-2.5%) Green Minibuses 2 319 (4.87) 3 176 (6.38) +37.0% (+31.0%) Red Minibuses 544 (3.29) 627 (3.95) +15.3% (+20.1%) Taxis 6 227 (16.69) 7 051 (18.14) +13.2% (+8.7%) Rail Transport 639 (0.43) 942 (0.62) +47.4% (+44.2%) Ferries 51 (0.91) 56 (0.99) +9.8% (+8.8%) Total 12 767 15 323 +20.0%

(Note : Figures for complaints/suggestions per million passenger journeys are in brackets.) - 2 -

A more detailed breakdown by mode of transport and nature of the complaints and suggestions is at Appendix 4.

Franchised Bus Services

7. There were 3 420 cases on franchised bus services in 2006, representing 2.38 complaints/suggestions per million passenger journeys. These figures represent increases of 16.5% and 18.4% respectively when compared with 2 936 cases and 2.01 complaints/suggestions per million passenger journeys in 2005. The increase was mainly attributable to more complaints/suggestions on passenger services and facilities as well as conduct and performance of staff.

8. TCU received more complaints about audio-visual broadcasting on buses in 2006. There were 857 complaints from 106 complainants in 2006 as compared with 555 complaints from 113 complainants in 2005. Most of these complaints were about the broadcasting volume.

9. The TCU Sub-Committee noted that the Transport Department (TD) had been working with the bus companies to balance the interests of different groups of passengers in a reasonable and practicable way. To provide a comfortable environment of generally acceptable standard for passengers on buses, all the bus companies concerned have adjusted the broadcasting volume to a level close to the ambient noise level of a bus, used compressors in processing the compact disks to be played on buses so that the variations in pitch are within a narrow range, and designated a quiet zone at the back portion of the lower deck of the bus and allowed only one speaker to be turned on at the lower deck.

10. To monitor the performance of audio-visual broadcasting service on buses, TD has regularly conducted random inspections on buses equipped with audio-visual broadcasting system. The Department has also reminded the bus companies to take prompt remedial action whenever complaints concerning the broadcasting volume on individual buses are received. TD will continue to closely monitor passenger feedback on audio-visual broadcasting service and work with the bus companies to explore further improvement if necessary.

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11. A breakdown of the 3 420 cases by individual franchised bus companies is at Appendix 5. The complaints and suggestions on the services of the three major franchised bus companies are highlighted below -

z Kowloon Motor Bus Co. (1933) Ltd (KMB) – The number of complaints/suggestions per million passenger journeys increased by 25.5% from 1.41 in 2005 to 1.77 in 2006. As regards the 1 575 cases received in 2006, they were mainly about passenger services and facilities (784), regularity of service (264) and conduct and performance of staff (136).

z Citybus Limited (Citybus) (Franchise 1) – The number of complaints/suggestions per million passenger journeys decreased by 3.3% from 3.03 in 2005 to 2.93 in 2006. As regards the 410 cases received in 2006, they were mainly about regularity of service (133), passenger services and facilities (63) and improper driving behaviour (57).

z New World First Bus Services Ltd (NWFB) – The number of complaints/suggestions per million passenger journeys decreased by 5.1% from 3.51 in 2005 to 3.33 in 2006. As regards the 414 cases received in 2006, they were mainly about regularity of service (120), passenger services and facilities (75) and improper driving behaviour (60).

12. Comparisons of complaints/suggestions related to KMB, Citybus (Franchise 1) and NWFB in the past five years are at Appendix 6.

Residents’ Services

13. Residents’ services provide services primarily during the peak hours to help reduce the peak-hour demand on the mass carriers. They are scheduled services and approval from TD is required for any change in service details.

14. There were 51 cases on residents’ services in 2006, which is the same as in 2005. The number of complaints/suggestions per million passenger journeys decreased by 2.5% from 0.79 in 2005 to 0.77 in 2006. A detailed breakdown of the 51 cases is at Appendix 7.

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15. A comparison of the complaints and suggestions on residents’ services in the past five years is at Appendix 8.

Public Light Bus Services

16. There were 3 803 cases on public light bus (PLB) services in 2006, representing 5.79 complaints/suggestions per million passenger journeys. These figures represent increases of 32.8% and 29.8% respectively when compared with 2 863 cases and 4.46 complaints/suggestions per million passenger journeys in 2005.

Green Minibus Services

17. Green minibuses (GMB) operate in accordance with a schedule of service which regulates the fares, routes and frequency of service. TD is responsible for monitoring the performance of GMB operators.

18. In 2006, there were 3 176 complaints/suggestions on GMB services, accounting for 84% of all PLB cases received. The number of complaints/suggestions per million passenger journeys was 6.38. The figures represent increases of 37% and 31% respectively when compared with 2 319 cases and 4.87 complaints/suggestions per million passenger journeys in 2005. The increase was mainly attributable to more complaints about conduct and performance of staff and improper driving behaviour. A detailed breakdown of the 3 176 cases is at Appendix 9.

Red Minibus Services

19. Red minibuses (RMB) are subject to the control of the Road Traffic (Public Service Vehicles) Regulations.

20. In 2006, there were 627 complaints/suggestions on RMB services, which accounted for 16% of all PLB cases received. The number of complaints/suggestions per million passenger journeys was 3.95. The figures represent increases of 15.3% and 20.1% respectively when compared with 544 cases and 3.29 complaints/suggestions per million passenger journeys in 2005. The increase was mainly attributable to more complaints about improper driving behaviour. A detailed breakdown of the 627 cases is at Appendix 10. - 5 -

21. A comparison of the complaints and suggestions on GMB and RMB services in the past five years is at Appendix 11.

22. The TCU Sub-Committee noted that TD had implemented a series of measures endorsed by the Quality Public Light Bus Services Steering Committee, chaired by Mr Yeung Ka-sing (replaced by Professor Jim Chi-yung in June 2006), a Transport Advisory Committee (TAC) member, in 2006 to enhance the quality of PLB services -

(a) TD and the Vocational Training Council have jointly organised the “Advanced PLB Driver Training Course” (among other courses) for Road Passenger Transport Industry under the Skills Upgrading Scheme (SUS). The SUS was first launched in April 2004 with 70% of the course fees subsidised by the Government. By the end of 2006, about 270 PLB drivers had attended the said course;

(b) TD has appointed three Driving Improvement Schools to provide a basic 6-hour “Public Light Bus Driver Training Course” for PLB drivers to improve their driving behaviour and attitude since August 2003. Up to the end of 2006, over 700 PLB drivers had participated in this course;

(d) workshops had been conducted to enhance the trade’s operation and management skills as well as driver’s safety awareness; and

(e) the PLB newsletter “PLB Net”, which included the publication of messages to remind PLB drivers of safety awareness, had been distributed to drivers, passengers and the public free of charge.

Taxi Services

23. Taxi services remained one of the major areas of complaints in 2006. There were 7 051 cases, accounting for 46% of all the cases on public transport services. The number of complaints/suggestions per million passenger - 6 - journeys was 18.14, the highest amongst all types of public transport services. The figures represent increases of 13.2% and 8.7% respectively when compared with 6 227 cases and 16.69 complaints/suggestions per million passenger journeys in 2005. The increase was mainly attributable to more complaints about taxi driver malpractice (especially those related to conduct and performance of drivers, improper driving behaviour and failure to take the most direct route). A detailed breakdown of the 7 051 cases is at Appendix 12.

24. Of the 7 051 cases received, 6 607 (94%) were related to taxi driver malpractice. These cases were referred to the Police for further investigation if the complainants agreed to be court witnesses. During the year, 1 366 such cases (21%) were referred to the Police. In 2006, the Police completed investigation of 945 cases referred to them during the year or the year before. A breakdown of the results is at Appendix 13.

25. A comparison of the complaints and suggestions on taxi services in the past five years is at Appendix 14.

26. The TCU Sub-Committee noted that TD and the Quality Taxi Services Steering Committee (QTSSC) chaired by Dr Eric Tsang Po-keung, a TAC member, had introduced a number of measures to improve the service standard of the taxi trade. These measures included a self-learning English and Putonghua training programme to enhance the language proficiency of taxi drivers; publication of quarterly taxi newsletters and a new guide to taxi services, provision of taxi passenger information flyers at the Airport, Hong Kong Disneyland and Lok Ma Chau; installation of taxi passenger information display panels and information plates at selected taxi stands; designation of taxi pick-up/drop-off points and taxi drop-off points within restricted zones and temporary blanket relaxation of peak-hour and “7am – 7pm” no-stopping restriction for taxis to facilitate the provision of point-to-point service; and a set of service standards for taxi drivers. TD also supports the Road Co-op Lost & Found 24-hour hotline.

27. TD and QTSSC have launched the Taxi Driver Commendation Scheme since 2001 to provide a dedicated channel to commend those taxi drivers with good conduct. As at the end of 2006, a total of 4 417 taxi drivers have been commended under the Scheme.

28. TD has continued to encourage in-service taxi drivers to attend training courses under the SUS with a view to enhancing the quality of taxi services. In September 2006, TD and QTSSC also produced a Taxi Operation - 7 -

Self-learning Video Programme, which has been uploaded onto the QTSSC homepage to help new drivers understand basic taxi operation and taxi service standard as well as to refresh in-service taxi drivers with key elements of quality taxi services.

29. In addition, TD co-organised with the Tourism Commission and the Hong Kong Tourism Board a Hospital Taxi Campaign from January to March 2006 to encourage drivers to provide quality taxi service to passengers.

Rail Services

30. There were 942 cases on rail services in 2006, representing 0.62 complaint/suggestion per million passenger journeys. These figures represent increases of 47.4% and 44.2% respectively when compared with 639 cases and 0.43 complaint/suggestion per million passenger journeys in 2005. The increase was mainly attributable to more complaints about audio-visual broadcasting (“Newsline Express”) on Kowloon-Canton Railway (KCR) trains introduced in July 2005.

31. TCU received 558 complaints about the “Newsline Express” on KCR trains from 36 complainants in 2006 as compared with 289 complaints from 73 complainants in 2005. Most of these complaints were about the broadcasting volume.

32. The TCU Sub-Committee noted that, during the initial period upon introduction of the “Newsline Express” to KCR trains, the Government had relayed some passengers’ comments on the sound level to the Kowloon-Canton Railway Corporation (KCRC), and requested the Corporation to put in place immediate measures to reduce the volume to a more comfortable level, to rectify the “spill-over” problems of sound into the quiet train cars and the quiet zone, to ensure that normal train service and emergency announcements would not be adversely affected, and to improve the audio system to minimise fluctuation of the volume level due to changes in background noises.

33. The TCU Sub-Committee also noted that KCRC had taken active steps to implement the following measures to address the sound problems arising from the “Newsline Express” -

(a) provide 24-hour remote supervision of the overall system performance and engineering support by KCRC Media Centre ; - 8 -

(b) continuously assess the sound quality fleet-wide through comprehensive acoustic measurements and explore appropriate measures to improve the overall performance of the “Newsline Express” in terms of sound volume and quality when needed;

(d) strengthen the effect of the quiet cars/zones by disabling the speakers close to them. The modification works had been completed by October 2005 and proved to be effective in addressing the sound volume problems; and

(e) adjust the position of the speakers in the quiet zones in the first class compartments of East Rail so as to confine the audio coverage to areas in the proximity of the screens. The modification works had been completed in April 2006.

34. TD will continue to closely monitor train service arrangements, service performance standards and contingency transport planning during service disruption, and work with the railway companies to explore further improvement if necessary.

35. A breakdown of the 942 cases by individual railway companies is at Appendix 15. The complaints and suggestions on the services of the two major railway corporations are highlighted below -

z Mass Transit Railway Corporation Limited (MTRCL) – The number of complaints/suggestions per million passenger journeys decreased by 14.3% from 0.21 in 2005 to 0.18 in 2006. As regards the 157 cases received in 2006, they were mainly about passenger services and facilities (93), improper driving behaviour (12) and regularity of service (11).

z KCRC (East Rail and Ma On Shan Rail) – The number of complaints/suggestions per million passenger journeys increased by 77.4% from 1.06 in 2005 to 1.88 in 2006. As regards the 631 cases received in 2006, they were mainly about passenger services and facilities (604). - 9 -

z KCRC (West Rail) – The number of complaints/suggestions per million passenger journeys decreased by 47.4% from 0.76 in 2005 to 0.4 in 2006. As regards the 29 cases received in 2006, they were mainly about passenger services and facilities (22).

z KCRC (Light Rail) – The number of complaints/suggestions per million passenger journeys increased by 32% from 0.25 in 2005 to 0.33 in 2006. As regards the 45 cases received in 2006, they were mainly about passenger services and facilities (14), frequency/carrying capacity (10) and conduct and performance of staff (9).

36. Comparisons of complaints/suggestions related to MTRCL and KCRC in the past five years are at Appendix 16.

Ferry Services

37. There were 56 cases on ferry services in 2006, representing 0.99 complaint/suggestion per million passenger journeys. These figures represent increases of 9.8% and 8.8% respectively when compared with 51 cases and 0.91 complaint/suggestion per million passenger journeys recorded in 2005. The increase was mainly attributable to more complaints about routeing and regularity of service.

38. A breakdown of the 56 cases by individual ferry companies is at Appendix 17. The complaints and suggestions on the services of the two major ferry companies are highlighted below -

z New World First Ferry Services Ltd (NWFF) – The number of complaints/suggestions per million passenger journeys increased by 2.5% from 2.03 in 2005 to 2.08 in 2006. As regards the 30 cases received in 2006, they were mainly about regularity of service (12), passenger services and facilities (8) and conduct and performance of staff (6).

z The ‘Star’ Ferry Co Ltd (‘Star’ Ferry) – The number of complaints/suggestions per million passenger journeys increased by 9.7% from 0.31 in 2005 to 0.34 in 2006. As

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regards the 10 cases received in 2006, they were mainly about frequency/carrying capacity (2), conduct and performance of staff (2) and passenger services and facilities (2).

39. Comparisons of complaints/suggestions related to NWFF and ‘Star’ Ferry in the past five years are at Appendix 18.

Traffic and Road Conditions

40. In 2006, there were 4 543 complaints and suggestions about traffic and road conditions, including 59 pure suggestions. The number of cases received represents an increase of 10% as compared with 4 129 cases in 2005. Detailed breakdowns of the cases by category and by district are at Appendices 19 and 20 respectively.

Traffic Conditions

41. In 2006, 1 154 complaints and suggestions about traffic conditions were received, representing about 6% of the total number of cases. The number of cases in this category recorded a decrease of 5.2% as compared with 1 217 cases in 2005.

42. Of the 1 154 cases received, 595 (52%) were related to traffic congestion. This represents a decrease of 4.5% as compared with 623 cases in 2005. Factors contributing to complaints about traffic congestion in 2006 are broken down as follows -

No. of Complaints Factor 2005 2006 Difference Traffic management 299 273 -8.7% Road works 116 142 +22.4% Vehicle obstruction 161 113 -29.8% Others 47 67 +42.6% Total 623 595 -4.5%

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43. In 2006, the districts which attracted relatively more complaints about traffic congestion were -

No. of Complaints District 2005 2006 Difference Wan Chai 71 89 +25.4% Kowloon City 48 68 +41.7% Central & Western 77 67 -13.0% Yau Tsim Mong 85 53 -37.6%

44. All the complaints and suggestions concerning traffic congestion were referred to TD, the Police, the Highways Department and other relevant departments for consideration and follow-up action. The TCU Sub-Committee noted that TD had undertaken the following measures to alleviate traffic congestion in 2006 -

(a) planning and implementation of temporary traffic arrangements to minimise congestion caused by road works;

(b) implementation of traffic management schemes at congestion blackspots;

(d) re-routeing of traffic to improve circulation;

(e) introduction of traffic restrictions;

(f) realignment of carriageways and adjustment of road junction layouts;

(g) opening of new roads, completion of major road improvement projects, relocation and cancellation of on-street parking spaces, bus stops or taxi stands to increase road capacity;

(h) provision of laybys to facilitate loading/unloading activities; and

(i) launching of publicity campaigns to promote driver discipline so as to reduce vehicle obstruction. - 12 -

45. In 2006, there were 287 complaints and suggestions on traffic management matters (excluding those causing congestion). These cases were related to traffic light phasing, traffic lane arrangements and restricted zones. The number of cases received represents a decrease of 6.5% as compared with 307 cases in 2005.

46. Besides, TCU received 152 requests for additional traffic signs and aids in 2006. This represents a decrease of 7.3% as compared with 164 cases received in 2005.

47. There were also 120 complaints and suggestions on parking facilities in 2006, representing a decrease of 2.4% as compared with 123 cases in 2005.

Road Maintenance

48. In 2006, 354 complaints and suggestions about road maintenance were received, representing about 2% of the total number of cases. The number of cases in this category recorded a decrease of 2.7% as compared with 364 cases in 2005. All the complaints were referred to the Highways Department or other relevant departments for investigation and remedial action.

Enforcement

49. In 2006, 3 035 complaints about enforcement matters were received, representing about 15% of the total number of cases. The number of complaints in this category recorded an increase of 19.1% as compared with 2 548 complaints in 2005.

50. Complaints about enforcement matters were mainly related to illegal parking and motorists/pedestrians failing to comply with traffic regulations. All the complaints were referred to the Police for further investigation. Some cases were also referred to TD for consideration on whether suitable measures (e.g. provision of parking facilities or traffic management measures) should be introduced to improve the situation.

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Complaints and Suggestions on Road Safety Matters

51. Among the 20 248 complaints and suggestions received in 2006, 3 025 (15%) were related to road safety matters. A breakdown of the cases received is as follows -

No. of Complaints/Suggestions Public Transport Services 1 680 Traffic Management 174 Road Maintenance 126 Enforcement 1 045 Total 3 025

52. In respect of public transport services, the complainants were concerned that the drivers’ improper driving behaviour, obstruction by public transport vehicles and other matters (e.g. conditions of vehicles, location of stops) might pose danger to passengers and other road users.

53. As regards traffic management, the complainants were mainly concerned that inadequate traffic signs/aids/road markings, inadequate traffic lights and sightline obstruction caused by various objects might lead to traffic accidents.

54. On road maintenance, the complainants were mainly concerned that damaged road surface, defective traffic lights and inadequate traffic signs/aids for road works might lead to traffic accidents.

55. Regarding enforcement, there were 322 complaints about illegal parking which caused obstruction and posed danger to motorists and pedestrians. There were also 723 complaints about motorists/pedestrians failing to observe traffic regulations (e.g. jumping red lights/failing to give way to pedestrians, changing lanes abruptly, prolonged waiting causing obstruction) and posing danger to other road users.

56. All the complaints and suggestions on road safety matters were referred to TD, the Police, other relevant departments and the public transport operators concerned for investigation and follow-up action. The responses of the authorities concerned were generally positive. Improvement measures have been/would be implemented to address public concerns as far as possible.

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Complaints and Suggestions Received by TCU during 2002 - 2006

Nature of Complaint/Suggestion 2002 2003 2004 2005 2006 I. Public Transport Services (a) Adequacy of service 1 041 [92] 961 [65] 1 034 [65] 1 070 [52] 1 093 [46] (b) Standard of service 8 123 [14] 8 025 [7] 9 374 [9] 10 868 [15] 13 497 [20] (c) General 1 193 [7] 1 073 [15] 881 [14] 829 [11] 733 [9] 10 357 [113] 10 059 [87] 11 289 [88] 12 767 [78] 15 323 [75]

II. Traffic Conditions (a) Traffic congestion 1 098 978 928 623 595 (b) Traffic management 365 [26] 385 [25] 389 [16] 307 [18] 287 [24] (c) Additional traffic signs 231 [18] 217 [11] 163 [7] 164 [13] 152 [23] and aids (d) Parking facilities 129 [18] 134 [18] 210 [38] 123 [20] 120 [10] 1 823 [62] 1 714 [54] 1 690 [61] 1 217 [51] 1 154 [57]

III. Road maintenance (a) Road conditions 340 250 203 [2] 183 [1] 185 [1] (b) Traffic signs and aids 200 248 244 162 156 (c) Carriageway markings 26 17 11 19 13 566 515 458 [2] 364 [1] 354 [1] IV. Enforcement (a) Illegal parking 1 164 1 169 1 190 1 185 1 464 (b) Other enforcement 1 066 1 192 1 248 1 363 1 571 [1] matters 2 230 2 361 2 438 2 548 3 035 [1]

V. Miscellaneous 356 [7] 469 [5] ,424 [10] 419 [20] 382 [33]

Total 15 332 [182] 15 118 [146] 16 299 [161] 17 315 [150] 20 248 [167]

Note : Figures in square brackets are the number of pure suggestions received in the year. The figures have been included in the overall number of cases received. Number of Complaints/Suggestions .. 10000 15000 20000 25000 5000 5000 0 15332 15332 2002 Public Transport Services Services Transport Public Complaints and Suggestions ReceivedbyTCU during andSuggestions Complaints 2002-2006 15118 2003 Traffic Conditions 16299 16299 2004 Road Maintenance Maintenance Road Enforcement 17315 17315 2005 Miscellaneous Miscellaneous Appendix 1(ii) 20248 2006 Appendix 2(i)

Summary of Results of Investigations into Complaints and Suggestions (January – December 2006)

Outcome of Investigation

Nature of Complaint/ Suggestion A1 A2 B C Total I. Public Transport Services (a) Adequacy of service 104 684 215 3 1 006 (b) Standard of service 3 514 3 787 372 3 933 11 606 (c) General 327 342 77 10 756 3 945 4 813 664 3 946 13 368 II. Traffic Conditions (a) Traffic congestion 195 357 42 2 596 (b) Traffic management 57 93 126 - 276 (c) Additional traffic signs/aids 42 29 57 - 128 (d) Parking facilities 17 37 53 1 108 311 516 278 3 1 108 III. Road Maintenance (a) Road conditions 131 49 17 - 197 (b) Traffic signs and aids 62 60 38 3 163 (c) Carriageway markings 8 1 3 - 12 201 110 58 3 372 IV. Enforcement (a) Illegal parking 783 670 5 - 1 458 (b) Other enforcement matters 510 763 37 300 1 610 1 293 1 433 42 300 3 068 V. Miscellaneous 168 198 38 10 414

Total 5 918 7 070 1 080 4 262 18 330 (32%) (39%) (6%) (23%) (100%) Legend A1 - Substantiated (Action completed/in hand) A2 - Substantiated (Action requiring further consideration) B - Unsubstantiated C - Non-pursuable Appendix 2(ii)

Summary of Results of Investigations into Complaints and Suggestions on Public Transport Services (January – December 2006)

Outcome of Investigations

Mode of Transport A1 A2 B C Total Kowloon Motor Bus 829 579 121 10 1 539 Citybus (Franchise 1) 151 221 28 6 406 Citybus (Franchise 2) 45 52 16 - 113 New World First Bus 162 241 47 4 454 New Lantao Bus 17 14 13 - 44 Long Win Bus 16 59 6 1 82 Cross-harbour Bus Services 380 345 74 7 806 KCR Feeder Bus 5 24 11 - 40 Residents’ Services 22 28 4 1 55 Green Minibus 1 534 759 179 46 2 518 Red Minibus 465 67 51 87 670 Taxi 236 1 639 24 3 781 5 680 Mass Transit Railway 16 80 59 2 157 Kowloon-Canton Railway 35 581 11 - 627 (East Rail/West Rail/Ma On Shan Rail) Kowloon-Canton Railway 7 34 5 - 46 (Light Rail) Hongkong Tramways 16 53 7 - 76 Peak Tramways 1 - - - 1 New World First Ferry 4 21 4 1 30 ‘Star’ Ferry - 6 3 - 9 Minor Ferries 4 10 1 - 15 Total 3 945 4 813 664 3 946 13 368 (29.5%) (36.0%) (5.0%) (29.5%) (100%) Legend A1 - Substantiated (Action completed/in hand) A2 - Substantiated (Action requiring further consideration) B - Unsubstantiated C - Non-pursuable Appendix 3

Public Suggestions Taken on Board by Relevant Authorities in 2006

I. Public Transport Services

Hong Kong Island z Install railings at a bus stop at Hennessy Road to facilitate passengers. z Remove railings at a bus stop at Tung Lo Wan Road to facilitate passengers.

Kowloon z Add a bus stop at Salisbury Road to meet the demand of passengers. z Relocate a green minibus stop at Tak Man Street to facilitate passengers. z Install railings at a bus stop at Castle Peak Road to facilitate passengers.

New Territories z Introduce a green minibus service between Tsuen Wan Central and Tung Lo Wan Hill Road to meet the demand of passengers. z Widen a green minibus terminus at Hin Tin Street to facilitate passengers. z Add bus stops at Mei Tin Estate and Chui Ling Road to meet the demand of passengers. z Enlarge the waiting area at a bus stop at Tai Po Road – Tai Wai to facilitate passengers. z Relocate a bus stop at Man Tung Road to facilitate passengers.

II. Traffic Management

Hong Kong Island z Increase the vehicular green time of traffic lights at the following locations to alleviate traffic congestion : Chai Wan Road, Lei King Road, Canal Road West, Des Voeux Road West, Hennessy Road, Hung Hing Road, Morrison Hill Road, Caine Road, Tai On Street, Tung Lo Wan Road, Belcher’s Street, Man Yiu Street and Lockhart Road. z Increase the pedestrian green time of traffic lights at Convention Avenue and Caine Road to facilitate pedestrians. z Synchronise traffic lights at the following locations to improve traffic flow : Bonham Road, Fleming Road and Shan Kwong Road. z Impose “No Stopping Restriction” at the following locations to prevent vehicle obstruction : Fleming Road, Shipyard Lane and Ngan Mok Street. z Extend “No Stopping Restriction” at Village Road to prevent vehicle obstruction. z Add traffic sign/road marking at Cyberport Road and Village Road to remind motorists to slow down. z Add traffic signs at Ormsby Street and Fleming Road to avoid confusion to motorists. z Relocate a traffic sign at Lau Li Street to facilitate pedestrians. z Revise a traffic sign and road marking at Tai Lok Street from “Give Way” to “Stop” to improve road safety. z Add a double white line at Kennedy Road to regulate lane-cutting activities. z Extend double white lines at Garden Road and Chi Fu Road to regulate lane-cutting activities. z Cancel a solid white line at Harcourt Road to facilitate motorists in changing lanes. z Add a “Keep Clear” road marking at Park Road to prevent vehicle obstruction. - 2 -

z Add lane marking at the junction of Morrison Hill Road and Leighton Road to avoid confusion to motorists. z Add lane destination marking at Old Peak Road, Glenealy and Robinson Road to guide motorists. z Add a yellow box and a solid white line at Connaught Road Central to prevent vehicle obstruction and to regulate lane-cutting activities respectively. z Add yellow boxes at Queensway and Chai Wan Road to prevent vehicle obstruction. z Install railings at Lyttelton Road to deter illegal parking on pavement. z Install railings at a safety island at Pok Fu Lam Road to improve road safety. z Install traffic cylinders at Cotton Tree Drive to improve road safety. z Install railings at Tai Hang Road to prevent jaywalking. z Improve the pedestrian crossing facilities at Island Resort Public Transport Interchange to facilitate pedestrians. z Provide anti-skid surfacing layer at Tin Wan Praya Road to improve road safety.

Kowloon z Increase the vehicular green time of traffic lights at the following locations to alleviate traffic congestion : Hung Hom Road, Sham Mong Road, Ko Shan Road, Tonkin Street, Fung Tak Road, Jordan Road, Waterloo Road, New Clear Water Bay Road, Yen Chow Street, Lee On Road, Fat Tseung Street, Fung Mo Street, Sin Fat Road, Tsun Yip Street and Tung Tsing Road. z Increase the pedestrian green time of traffic lights at the following locations to facilitate pedestrians : Tin Kwong Road, Lei Yue Mun Road, Kwun Tong Road and Tai Nan West Street. z Relocate traffic light and a stop line at Tai Po Road to improve sightline of motorists.

- 3 - z Synchronise traffic lights at Hip Wo Street and Lai Chi Kok Road to improve traffic flow. z Add right-turn signal to traffic lights at Wylie Road and Wuhu Street to facilitate motorists. z Impose “No Stopping Restriction” at the following locations to prevent vehicle obstruction : Canton Road, Tai Yip Street, Shantung Street, Sai Yee Street, Castle Peak Road, Sai Yeung Choi Street South and Tonkin Street. z Extend the effective hours of “No Stopping Restriction” at the following locations to prevent vehicle obstruction : Tong Mi Road, Lai Chi Kok Road and Castle Peak Road. z Extend “No Stopping Restriction” at the following locations to prevent vehicle obstruction : Tsui Fung Street, Fung Shing Street, Tseuk Kiu Street, Sin Fat Road and Waterloo Road. z Add “Keep Clear” road markings at King Lam Street and Wai Lok Street to prevent vehicle obstruction. z Modify road markings at Cheung Wong Road to facilitate turning movements of long vehicles. z Extend road markings at the bus terminus at Lung Poon Street to facilitate pedestrians. z Add an “Ahead Only or Turn Left” road marking at Lai Chi Kok Road to remind motorists. z Add a “Give Way” road marking at Bedford Road to remind motorists to slow down. z Add a “Keep Left” road marking at Sham Mong Road to warn motorists of lane reduction ahead. z Add warning signs at Sham Mong Road and Hing Tin Street to alert motorists of children/school ahead. z Erect additional “No Right Turn” traffic signs at Ko Chiu Road to remind motorists. - 4 -

z Add “No Left Turn” traffic signs at Castle Peak Road and Ma Tau Chung Road to remind motorists. z Add “Turn Left” and “Turn Right” traffic signs at Wai On Street to avoid confusion to motorists. z Erect a “No U-Turn” traffic sign at Hoi Ting Road to remind motorists. z Delete a parking space at Man Cheong Street to facilitate pedestrians. z Add parking spaces for motorcycles at Sai Yeung Choi Street North to facilitate motorcyclists. z Convert coach parking spaces at Baptist University Road to private car parking spaces to facilitate motorists. z Convert two-way traffic at Hoi Yuen Road to one-way traffic to improve traffic flow. z Convert a section of Broadcast Drive to a one-way road to improve road safety. z Convert a taxi stand at Ka Wing Street to general loading/unloading area to facilitate motorists. z Reduce the number of bus routes and construct a “build out” at a bus stop at Choi Hung Road to improve road safety. z Install railings at Fei Fung Street to deter illegal parking on pavement. z Add a signalised pedestrian crossing at Portland Street to facilitate pedestrians.

New Territories z Increase the vehicular green time of traffic lights at the following locations to alleviate traffic congestion : Tai Kei Leng Road, Lok King Street, Che Kung Miu Road, Tsing King Road, Yuen Long Tai Yuk Road, Tai Tong Road, Yu Tai Road, Luen On Street, On King Street and Wing Shun Street. z Impose “No Stopping Restriction” and install railings at Hoi Chu Road to deter illegal parking. - 5 -

z Impose “No Stopping Restriction” at Kwai Yi Road to prevent vehicle obstruction. z Revise the effective time of “No Stopping Restriction” at Wan Tau Street and Castle Peak Road – Tsuen Wan to prevent vehicle obstruction. z Add road markings at Yuen Wo Road to alert motorists of merging traffic. z Add road markings at the pedestrian crossing at the public transport interchange outside Prince of Wales Hospital to improve road safety. z Modify road markings at Tsun Wen Road to avoid confusion to motorists. z Delete a yellow box and add a solid-cum-broken white line at Container Port Road to regulate lane-cutting activities. z Revise the layout of a roundabout at Po Ning Road, Po Lam Road North and Po Shun Road to improve road safety. z Revise the layout of Tai Chung Road Roundabout to improve traffic flow. z Erect an additional “No Right Turn” traffic sign at Castle Peak Road to remind motorists. z Add parking spaces for motorcycles at Ping Chuk Lane Public Carpark to facilitate motorcyclists. z Install railings at Sai Lau Kok Road to prevent vehicle obstruction. z Add cautionary crossings at Lok Lam Road and Lok Lin Path to facilitate pedestrians. z Convert a staggered pedestrian crossing into a straight crossing at Kwan Mun Hau Street to facilitate pedestrians. z Provide a run-in/out at the entrance of Tsat Sing Kong Tsuen at Kam Tin Road to facilitate motorists. z Adjust speed limit at Ma On Shan Bypass to improve traffic flow.

- 6 - Complaints and Suggestions on Public Transport Services in 2006 Appendix 4

Legend

Mode Vehicular Transport Rail Transport Waterborne Total/ KMB Kowloon Motor Bus Transport Sub- CTB1 Citybus (Franchise 1) Franchised Buses KCR (ER/WR/ KCR total CTB2 Citybus (Franchise 2) KMB CTB1 CTB2 FB NLB LWB XHT KCRF RS GMB RMB Taxi MTR MOSR) (LR) HT PT FF SF MF Nature of Complaint/Suggestion FB New World First Bus

(A) Adequacy of Service NLB New Lantao Bus (1) Frequency/carrying capacity 96 33 11 18 7 28 64 8 6 449 - - 9 3 10 1 - 1 2 - 746 LWB Long Win Bus (2) Routeing 44 6 4 19 3 2 20 1 2 49 - - 3 - 12---6 162 XHT Cross-harbour Bus Services (3) Hours of operation 7 1 1 5 9 2 9 1 - 14 - - - - -3---- 52 KCRF KCR Feeder Bus (4) Provision of stops 27 6 5 17 2 - 6 3 2 65 ------133 RS Residents’ Services GMB Green Minibus Sub-total 174 46 21 59 21 32 99 13 10 577 - - 12 3 11 6 - 1 2 6 1093 RMB Red Minibus (B) Standard of Service (1) Regularity of service 264 133 40 120 8 20 196 13 10 446 - - 11 2 59 -1212 1292 MTR Mass Transit Railway (2) Adherence to routeing 3 2 2 - 1 - 1 - - 144 - 1349 ------1502 KCR(ER/ Kowloon-Canton Railway(East Rail/ WR/MOSR) West Rail/Ma On Shan Rail) (3) Improper driving behaviour 110 57 9 60 7 2 70 3 17 732 365 972 12 5 4 12 - 1 1 - 2439 KCR(LR) Kowloon-Canton Railway(Light Rail) (4) Conduct & performance of 136 40 17 42 4 13 105 8 7 957 148 3180 8 8 961623 4700 HT Hongkong Tramways staff (including drivers) (5) Overcharging 11 - 1 --1 --4521106* ------1157 PT Peak Tramways (6) Cleanliness 610 3 17 - - 7 - - 10 - 1 ------54 FF New World First Ferry (7) Conditions of vehicles/vessels 45 42 4 24 1 1 28 1 1 61 27 17 9 6 - 34 - 1 1 1 304 SF ‘Star’ Ferry (8) Passenger services & facilities 784 63 9 75 6 3 225 2 2 100 4 20 93 626 14 10 - 8 2 3 2049 #MF Minor Ferries

Sub-total 1349 348 84 339 27 39 633 27 37 2495 546 6645 133 647 32 71 1 28 7 9 13497 * Including taximeter irregularities.

(C) General 52 16 - 16 2 2 21 - 4 104 81 406 12 10 2 2 - 1 1 1 733 # Including 1416 complaints from 131 complainants about audio-visual broadcasting Total this year 1575 410 105 414 50 73 753 40 51 3176 627 7051 157 660 45 79 1 30 10 16 15323 on public transport vehicles.

Grand-total (3420) (10905) (942) (56)

Total previous year 1266 428 94 420 24 68 592 44 51 2319 544 6227 185 396 34 23 1 29 9 13 12767 Appendix 5

Complaints and Suggestions on Franchised Bus Services

Bus Company 2005 2006 Difference Kowloon Motor Bus 1 266 (1.41) 1 575 (1.77) +24.4% (+25.5%)

Citybus (Franchise 1) 428 (3.03) 410 (2.93) -4.2% (-3.3%)

Citybus (Franchise 2) 94 (4.99) 105 (5.01) +11.7% (+0.4%)

New World First Bus 420 (3.51) 414 (3.33) -1.4% (-5.1%)

New Lantao Bus 24 (1.80) 50 (3.56) +108.3% (+97.8%)

Long Win Bus 68 (2.80) 73 (2.75) +7.4% (-1.8%)

Cross-harbour Bus Services 592 (2.99) 753 (3.69) +27.2% (+23.4%)

KCR Feeder Bus 44 (0.99) 40 (0.83) -9.1% (-16.2%) Total 2 936 (2.01) 3 420 (2.38) +16.5% (+18.4%)

Notes : (1) Figures for complaints/suggestions per million passenger journeys are in brackets. (2) Complaints and suggestions on cross-harbour bus services cannot be further broken down by bus company as the services are jointly operated by Kowloon Motor Bus, Citybus and New World First Bus. Number of Complaints/ Suggestions .. 1000 1200 1400 1600 1800 200 400 600 800 0 KMB CTB1 NWFB KMB CTB1 NWFB KMB CTB1 NWFB KMB CTB1 NWFB KMB CTB1 NWFB NWFB CTB1 KMB NWFB CTB1 KMB NWFB CTB1 KMB NWFB CTB1 KMB NWFB CTB1 KMB 1492 2002 419 296 Complaints and Suggestions on CTB1 and KMB, NWFB Services during 2002- 2006 1304 Adequacy of ServiceAdequacy 2003 300 342 1280 Standard of Service Service of Standard 2004 504 390 1266 Gen eral eral Gen 2005 2 420 428 1575 410 2006 414

KBKowloon Motor KMB NF New First World NWFB Legend CTB1 (Franchise 1) Citybus Bus Appendix 6 Appendix Appendix 7

Complaints and Suggestions on Residents’ Services

Nature of Complaint/Suggestion 2005 2006 Difference

(A) Adequacy of Service (1) Frequency 10 6 -40.0% (2) Routeing 1 2 +100.0% (3) Hours of operation - - - (4) Provision of stops 2 2 - Sub-total 13 10 -23.1%

(B) Standard of Service (1) Regularity of service 6 10 +66.7% (2) Adherence to routeing 3 - - (3) Improper driving behaviour 7 17 +142.9% (4) Conduct and performance of 4 7 +75.0% staff (including drivers) (5) Overcharging - - - (6) Cleanliness 1 - - (7) Conditions of vehicles 4 1 -75.0% (8) Passenger services and 6 2 -66.7% facilities Sub-total 31 37 +19.4%

Total 51 51 -

* These complaints are mainly related to obstruction caused by coaches providing residents’ services. Appendix 8 Complaints and Suggestions on Residents’ Services during 2002 - 2006

71 70

59 60 .. 51 51 50 47

30 Number of complaints/ suggestions Number of complaints/

0 2002 2003 2004 2005 2006

Adequacy of Service Standard of Service General Appendix 9

Complaints and Suggestions on Green Minibus Services

Nature of Complaint/Suggestion 2005 2006 Difference

(A) Adequacy of Service (1) Frequency 413 449 +8.7% (2) Routeing 47 49 +4.3% (3) Hours of operation 8 14 +75.0% (4) Provision of stops 40 65 +62.5%

Sub-total 508 577 +13.6%

(B) Standard of Service (1) Regularity of service 343 446 +30.0% (2) Adherence to routeing 135 144 +6.7% (3) Improper driving behaviour 480 732 +52.5% (4) Conduct and performance of 555 957 +72.4% staff (including drivers) (5) Overcharging 25 45 +80.0% (6) Cleanliness 8 10 +25.0% (7) Conditions of vehicles 64 61 -4.7% (8) Passenger services and 77 100 +29.9% facilities

Sub-total 1 687 2 495 +47.9%

Total 2 319 3 176 +37.0%

* These complaints are mainly related to obstruction caused by green minibuses. Appendix 10

Complaints and Suggestions on Red Minibus Services

Nature of Complaint/Suggestion 2005 2006 Difference

(A) Adequacy of Service (1) Frequency 2 - - Sub-total 2 - -

(B) Standard of Service (1) Regularity of Service 1 - - (2) Adherence to routeing 1 - - (3) Improper driving behaviour 294 365 +24.1% (4) Conduct and performance of 134 148 +10.4% staff (including drivers) (5) Overcharging 7 2 -71.4% (6) Cleanliness 1 - - (7) Conditions of vehicles 9 27 +200.0% (8) Passenger services and 5 4 -20.0% facilities Sub-total 452 546 +20.8%

Total 544 627 +15.3%

* These complaints are mainly related to obstruction caused by red minibuses. Number of Complaints and Suggestions.. 1000 1500 2000 2500 3000 3500 500 0 GMB RMB GMB RMB GMB RMB GMB RMB GMB RMB RMB GMB RMB GMB RMB GMB RMB GMB RMB GMB 1850 1850 Services (RMB) Minibus Red and (GMB) Minibus Green on Suggestions and Complaints 2002 224 224 1741 2003 281 Adequacy of Service during 2006 2002- 2081 2004 Standard of Service Service of Standard 402 402 2319 General General 2005 544 3176 2006 Appendix 11 11 Appendix 627 Appendix 12

Complaints and Suggestions on Taxi Services

Nature of Complaint/Suggestion 2005 2006 Difference

Taxi driver malpractice (a) Conduct and performance of drivers

(i) Behaving other than in a civil 1 495 1 665 +11.4% & orderly manner (ii) Refusing hire 927 1 108 +19.5%

(iii) Soliciting passengers 19 16 -15.8%

(iv) Refusing to drive to 266 319 +19.9% destination (v) Failure to display driver 57 63 +10.5% identity plate

(vi) Failure to display driver 7 9 +28.6% identity plate properly

2 771 3 180 +14.8%

(b) Improper driving behaviour 806 972 +20.6%

(d) Taximeter irregularities 478 510 +6.7%

(e) Failure to take the most direct route 1 205 1 349 +12.0%

Sub-total 5 760 6 607 +14.7% Others (a) Taxi obstruction 392 367 -6.4%

(b) Miscellaneous 75 77 +2.7%

Sub-total 467 444 -4.9%

Total 6 227 7 051 +13.2% Appendix 13

Results of Taxi Driver Malpractice Cases Referred to the Police (January – December 2006)

No. of Cases Percentage (i) Summonsed 111 (112) 12 (10) (ii) Withdrawal by complainants 378 (437) 40 (38) (iii) Evidence considered 456 (606) 48 (52) insufficient by the Police for further processing

Total 945 (1 155) 100 (100)

Note : Comparative figures for 2005 are in brackets. Number of Complaints/ Suggestions.. 1000 1000 2000 3000 4000 5000 6000 7000 8000 0 4785 2002 2002 * Including improper driving behaviour Conduct and performance of drivers* drivers* of performance and Conduct Complaints and Suggestions on Ta on andSuggestions Complaints

4670 2003 2003 Overcharging and taximeter offences offences taximeter and Overcharging xi Services during 2002-2006 5291 2004 2004 Failure most the to direct route take 6227 2005 2005 Others 2006 7051 Appendix 14 Appendix 15

Complaints and Suggestions on Rail Services

Railway Company 2005 2006 Difference Mass Transit Railway 185 (0.21) 157 (0.18) -15.1% (-14.3%) Kowloon-Canton Railway 347 (1.06) 631 (1.88) +81.8% (+77.4%) (East Rail and Ma On Shan Rail) Kowloon-Canton Railway 49 (0.76) 29 (0.40) -40.8% (-47.4%) (West Rail) Kowloon-Canton Railway 34 (0.25) 45 (0.33) +32.4% (+32.0%) (Light Rail) Hongkong Tramways 23 (0.27) 79 (0.94) +243.5% (+248.1%) Peak Tramways 1 (0.25) 1 (0.23) - (-8.0%)

Total 639 (0.43) 942 (0.62) +47.4% (+44.2%)

Note : Figures for complaints/suggestions per million passenger journeys are in brackets. Number of Complaints/ Suggestions .. 100 200 300 400 500 600 700 0

229 MTR

2002

29 KCR ER KCR KCR LR KCR 49

123 Complaints and Suggestions on MTR and KCR Services during 2002- 2006 MTR

50 KCR ER KCR

2003 KCR WR KCR 7 dqa fSri e Servic of y Adequac

69 KCR LR KCR

166 MTR

57 KCR ER KCR 2004

Standard of Service 44 KCR WR KCR

60 KCR LR KCR

185 MTR

347 General General MOSR & ER KCR

2005 KCR WR KCR 49

34 KCR LR KCR

157 MTR

631 KCR ER & MOSR & ER KCR 2006

29 KCR WR KCR

45 KCR LR LR KCR

& MOSR Railway (East Rail & Rail (East Railway MOSR & Kowloon-Canton Railway Mass Transit KCR ER MTR Legend C RKowloon-Canton KCR WR

came into operation on operation into came Shan On (Ma Rail Shan On Ma Rail) operation on 20 20 on operation Rail (West came into RailwayRail) (West December 21 2004) b 2003) b D Appendix 16 16 Appendix

Appendix 17

Complaints and Suggestions on Ferry Services

Ferry Company 2005 2006 Difference New World First Ferry 29 (2.03) 30 (2.08) +3.4% (+2.5%) ‘Star’ Ferry 9 (0.31) 10 (0.34) +11.1% (+9.7%) Minor Ferries 13 (1.01) 16 (1.25) +23.1% (+23.8%)

Total 51 (0.91) 56 (0.99) +9.8% (+8.8%)

Note : Figures for complaints/suggestions per million passenger journeys are in brackets. Number of Complaints / Suggestions .. 10 15 20 25 30 35 40 45 0 5 WF F WF F WF F WF F WF SF NWFF SF NWFF SF NWFF SF NWFF SF NWFF 40 2002 2002 2 Com plaints and Suggestions on NWFF and SF Services during 2002- 2006 36 2003 2003 dqa fSri e Servic of y Adequac 8 34 2004 2004 Standard of Service 6 29 General General 2005 2005 9 30 2006 2006 10

F'Star' Ferry SF N Legend WFF New World First New World WFF

Ferry 18 Appendix Appendix 19

Complaints and Suggestions on Traffic and Road Conditions

Nature of Complaint/Suggestion 2005 2006 Difference

Traffic Conditions (a) Traffic congestion 623 595 -4.5% (b) Traffic management 307 287 -6.5% (c) Additional traffic signs and aids 164 152 -7.3% (d) Parking facilities 123 120 -2.4%

Sub-total 1 217 1 154 -5.2%

Road Maintenance (a) Road conditions 183 185 -1.1% (b) Traffic signs and aids 162 156 -3.7% (c) Carriageway markings 19 13 -31.6%

Sub-total 364 354 -2.7%

Enforcement (a) Illegal parking 1 185 1 464 +23.5% (b) Other enforcement matters 1 363 1 571 +15.3%

Sub-total 2 548 3 035 +19.1%

Total 4 129 4 543 +10.0% Appendix 20 Breakdown of Complaints and Suggestions on Traffic and Road Conditions by District (January – December 2006)

Hong Kong Island Kowloon New Territories areas) (e.g.Others generaland tunnel issues

District

Central & Western

Yau TsimMong Total Kowloon City Sham ShuiPo

Wong TaiSin Kwun Tong Kwai Tsing Yuen Long Tsuen Wan Tuen Mun Mun Tuen Wan Chai Chai Wan Sai Kung Southern Sha Tin Eastern Islands Tai Po Po Tai North

Nature of Complaint/Suggestion Traffic Conditions (a) Traffic congestion 42 89 67 24 46 17 68 29 53 5 9 36 17 17 18 39 13 2 4 595 (b) Traffic management 15 22 28 9 18 11 21 27 33 8 10 8 24 9 16 9 10 5 4 287 (c) Additional traffic signs and aids 12 12 11 7 12 5 7 10 6 6 4 8 12 10 7 11 8 2 2 152 (d) Parking facilities 93478312814 1475665102 6 120 Sub-total 78 126 110 47 84 36 108 74 106 20 27 59 58 42 47 64 41 11 16 1154 Road Maintenance (a) Road conditions 15 7 12 12 8 5 15 6 16 5 4 22 21 13 3 11 8 2 - 185 (b) Traffic signs & aids 13 13 11 3 11 5 17 12 15 3 5 10 7 12 6 8 4 - 1 156 (c) Carriageway markings 22-----13 --3---11- - 13 Sub-total 30 22 23 15 19 10 32 19 34 8 9 35 28 25 9 20 13 2 1 354 Enforcement (a) Illegal parking 123 118 104 45 96 75 112 98 182 30 28 92 75 92 58 70 61 4 1 1464 (b) Other enforcement matters 125 180 150 47 92 42 152 84 180 21 36 80 66 69 56 108 33 13 37 1571 Sub-total 248 298 254 92 188 117 264 182 362 51 64 172 141 161 114 178 94 17 38 3035 Total 356 446 387 154 291 163 404 275 502 79 100 266 227 228 170 262 148 30 55 4543